Escalation Manager (Swing Shift)

Overview

Act as the primary escalation point for complex technical issues raised by customers or internal stakeholders, driving resolution and maintaining customer trust within Ping Identity's Global Support Organization.

What you'll do

• Act as the primary point of contact for customer support case escalations, ensuring timely and satisfactory resolution
• Facilitate any high priority incidents that occur and act as the primary point of contact to the customer
• Manage communications to customers and internal executive teams during product incidents
• Lead cross-functional initiatives to address and resolve complex issues within high-risk accounts, ensuring timely and effective escalation resolution
• Triage, prioritize and assign escalations to appropriate teams while maintaining accountability
• Develop and execute detailed action plans for resolving escalated issues, coordinating with cross-functional teams
• Build strong relationships with key customer stakeholders to restore confidence and trust during escalations
• Proactively communicate status updates and resolution plans to customers and internal teams
• Ensure customer feedback from escalations is documented and shared with relevant stakeholders
• Gain a deep understanding of Ping's products and services to effectively address technical issues
• Analyse trends in escalations to identify systemic issues and recommend improvements in products, processes, and support methodologies
• Conduct post-mortem reviews for major incidents, documenting lessons learned and implementing preventive measures
• Track and report on key metrics such as escalation response times, resolution and customer satisfaction scores

What you'll need

• 5+ years of experience in an enterprise technical support organization
• At least 2 years managing escalations
• Proven track record of resolving high-impact customer issues and managing critical incidents
• Exceptional communication skills with experience in communicating regularly with executive level management
• Understanding of SaaS organizational and operational constructs including Product, Engineering, Support, Customer Success, Sales, and Professional Services
• Ability to quickly establish trust and to influence others, both internally and externally
• Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist
• Strong data-driven decision making skills, and process oriented mindset
• Ability to identify risks and dependencies and put in place plans to mitigate them
• Adaptability, flexibility and the conviction to "do the right thing" by keeping a customer centric mentality at all times
• Familiarity with support related tools such as Salesforce Service Cloud, Jira and Slack

Nice to have

• Experience managing escalations in cybersecurity

Details

• Location: USA - Remote - Los Angeles
• Hours: Monday to Friday, 12:00 PM - 9:00 PM PST
• On-call is a requirement for this position
• Hiring range: $130,000 to $145,000